Develop and implement an innovative contact center platform for 850 agents

Starting point:

Use of a wide range of systems and technologies company-wide
Current business requirements cannot be implemented
Set up of a new service center and consolidation of service lines

Task:

Development of a contact center solution for 850 agents, 12 areas and 2 main service lines in 12 months – from A to Z
Evaluation of market and possible manufacturers, request for information with common manufacturers
Preparation of business and system specification
Proof of concept
Design, planning and preparation of infrastructure
Tender/request for proposal
Accompaniment of build process and implementation
Expansion to various functional levels (outbound, application integration, EU-wide application)

Utilisation/result:

PBX independent contact center platform
Provision of an innovative, high-performance platform for the new service center

The facts:

Interactive intelligence
CIC
Avaya Aura
Unify OSCC

Your contact:

The new Genesys contact center infrastructure was added on top of the ongoing operation.

Starting point:

Moving the voice infrastructure to Cisco VoIP requires an update to the Geneysys contact center infrastructure
Introduction of a new area for Claims Management requires an expansion to the contact center

Task:

Introductory support for the renewal of the Genesys infrastructure, T-server telephony integration, conversion of the Agent Desktop to Web Application
Accompaniment of build process and implementation
T-server telephony integration
Conversion of the Agent Desktop to a web application

Utilisation/result:

Provision of technical systems for optimum support for the Claims Management area with an increase in accessibility
Alignment of the business to the new communications structure

Numbers/facts:

Genesys CIM
Cisco CUCM
Approx. 200 new Genesys agents
150 service groups
Introduction time frame > 9 months

Your contact:

The modular in-house contact center solution takes over seamlessly from the old provider solution.

Starting point:

Use of a contact center provider solution with a rigid functional scope
Necessary business requirements can only be partly fulfilled

Task:

Replacement of the previous provider solution by a modular in-house contact center solution
Definition/depiction of the specialist and technical connections (Routing, Inbound, Reporting, Email)
Implementation of Genesys Business Edition

Utilisation/result:

Provision of a Genesys contact center system for optimum integration into the client environment

Numbers/facts:

Genesys Business Edition
Unify TK-Anlage
Approx. 80 agents
2 locations (national/international)
Introduction time frame < 6 months

Your contact:

An innovative voice solution improves availability for 5,000 users.

Starting point:

Various voice systems without cross-system integration
Requirement for improved cross-system collaboration with integration of sales force and common operational functionality

Task:

Detailed concept (technology, process, service)
Development/execution of a tender process
Support during introduction of a renewal of the voice infrastructure
Consideration of integration options for the sales force, remote workers and security

Utilisation/result:

Provision of an innovative platform with improved accessibility
Optimum alignment of the business to the new communications structure

Numbers/facts:

Unify/Siemens HiPath 4000,
Cisco CUCM
Approx. 5,000 users
Introduction time frame > 24 months

Your contact:

A virtual contact center based on a central architecture improves contact with end customers.

Starting point:

Organizational changes require a unified platform for customer service and technical hotline
Long-standing installed systems and structures in the contact center must be renewed and transferred to a sustainable architecture
Expiry of the existing service contracts allow a holistic view and homogenization of technical platforms

Task:

Development of a central platform which was migrated to an existing service center
A virtual contact center forms the heart of the new platform, which is also used by external service providers, who process the majority of direct customer contacts

Utilisation/result:

Double digit percentage savings as a result of centralising infrastructure
Bundling resources and improvements on the process side
By already integrating downstream IT systems when making initial contact, the customer concern can be handled in the best possible way.
The unified, over-arching architecture facilitates a transparent view of all processes, contacts and reporting data. Meeting customer directives has become a measure success indicator

Numbers/facts:

Avaya Interaction Center and Communications Manager
Cisco Unified Contact Center Enterprise
Approx. 2,500 agents (internal and external employees of service providers)
4 service center and approx. 10 service providers
Introduction time frame > 18 months

Your contact: